Posts Tagged ‘poor customer service’
“You are tenacious like bull… I like.” – Peggy
"Peggy" and his staff... at your service!
Saw this this morning and had to post it. Pretty telling, and, frankly, these ads should be effective… and it’s all about service. Go figure. How many of us have gotten to speak to “Peggy?!?”
Too many… Enjoy the article, and be sure to view the new spots at the link at the end of it. You’ll laugh… you’ll cry… and you will RELATE…
——————————————————
Discover Launches New Advertisements Featuring Customer Service
“Peggy” Ads Highlight Discover’s Superior Service, Taps into Consumer Frustration with Industry
RIVERWOODS, Ill., Aug 16, 2010 (BUSINESS WIRE) — Discover Financial Services today launched a new advertising campaign that highlights the superior, award-winning customer service Discover offers its cardmembers. The new advertisements will strike a chord with consumers who have endured poor customer service across industries while highlighting the best-in-class customer service that Discover cardmembers experience.
“Customer service is a key component of Discover’s long-standing commitment to delivering the best rewards, service and value,” said Julie Loeger, senior vice president of brand and product management at Discover. “These ads portray the common, frustrating experiences we’ve all faced with customer service calls and emphasize the difference good service can make. We believe that by featuring our promise to answer calls in 60 seconds or less by real people who are trained to solve problems on the first call, we will continue to differentiate ourselves to existing and prospective cardmembers.”
The television advertisements, which portray a likable but incapable customer service representative named “Peggy,” are the focal point of a marketing and communications strategy designed to convey the value of Discover’s superior customer service. The ads will remind viewers of some of the most common and frustrating experiences with customer service calls, such as long hold times, excessive call transfers and the inability to solve problems. Read the rest of this entry »
Tags: call center service, customer service, Discover Card, outsourcing, poor customer service, service
A paramount example of Customer Service complicated by Corporate Policy…
Photo from the Austin American Statesman photo blog.
Strip away process and policies that do not allow your employees to serve customers… I say it all of the time. There are also times when you need to make exceptions to policies that are meant to protect both customers and employees. This is one such example. See the link below.
Tags: Policy, poor customer service, Randall's, Safeway
Social media and customer service…
I just had a tweet hit my phone. Okay, I have lots of them hit it… but this one was different. It wasn’t Darth Vader trash talking the Rebels, or McCain commenting on the latest meeting he’s in. It wasn’t the usual prose from a fly fishing writer buddy pondering the meaning of life on a small stream somewhere in the world… or even my daughter’s facebook status update that she posts via twitter.
The tweet I am referring to came from Dan Haseltine (scribblepotamus), who’s job is to sing for Jars of Clay. He has a modest following on the social phenomenon that is twitter of just under 2,700 followers.
The message was simple, and to the point – a factor of the 140 character limit imposed by twitter:
scribblepotamus “Is confident that the airline industry is the least customer friendly and they don’t care… More to come”
So there his subscribers were, hanging on the “more to come…” Sympathetically pondering something we all likely have experienced in one way or another. Six minutes later, more did come:
scribblepotamus “AA wouldn’t give a flight credit to our crew member who had to change a flight cuz his wife went into labor. Hmmm… Not helpful at all”
That simple message hit roughly 2,700 people within seconds of the event that inspired it. One random act of poor service, and WHAM! We now have a situation, and a company, and the seed has been planted.
This chain of events got me thinking. What is the real implication of the new Social Media and customer service? Can it be measured? Even more importantly, for a truly exceptional service company or provider, can it be LEVERAGED? I recently asked a good friend in the business of studying leadership and the continuum of human behavior about how his company is using Web2.0 media. Then this happens with twitter. I’m not sure where my mind is going, but feel free to join me.
This also jogged my memory – I have my own AA story that I may share someday that would begin with “There’s really no good place to sleep in the airport in New Delhi…”
Social Media and Customer Service. I’ll get back to you on this one. In the mean time, feel free to post or email your thoughts.
Dan, I’m really sorry about the lack of service your crew member received, but really appreciate the tweet. I hope Dad, Mom and baby are well.
Tags: American Airlines, Jars of Clay, poor customer service